The following doctoral thesis, through qualitative research, develops a case study conducted among students and graduates from the Business Administration and Finance major at UPC (Universidad Peruana de Ciencias Aplicadas). Since both groups are consumers of the school teaching services, the study determines the key factors related to service quality and compares the results between them in order to analyze its similarities and differences. The purpose of the current study is to improve available models of service quality analysis in higher education. After an exhaustive review in the state of the art literature, a case study has been selected to conduct a comprehensive qualitative analysis in order to identify the key factors in college teaching service quality. The research has been extended to include the group of graduates, which has not been address in other work, providing a source to measure not only the quality of the process but also the result of the provided service

This thesis has been developed within the framework of Corporate Social responsibility (CSR) concept, due to analyze the importance of the Social License to Operate (SLO) in the context of extractive mining sector of Peru, specifically the Great Mining category. This research arises from a personal concern associated with the social unrest that surrounded the Conga Mining Project during 2011. The research question that guides the development of this study arises as a result of the contradiction between sectors opposed to the development of the extractive activity of large mining companies and the economic benefit for the country resulting from these activities. A case study research had been developed and two companies were selected: the company Yanacocha in Cajamarca and the company Sociedad Minera Cerro Verde in Arequipa, considering the initial assumption that these companies are opposite cases considering its relationship with the community that hosted each of them and its geographical locations, one up in the northern part and the other in the southern part of the country. The study was elaborated using information obtained through individual and group interviews with stakeholder¿s representatives that were identified during a documentation review process (that included the social responsibility reports of the companies selected as case studies, Social Conflict Reports developed by the Defensoria del Pueblo, and some additional information that was recommended by the interviewees themselves). These interviews were transcribed and analyzed individually, using a qualitative analysis software that facilitated the categorization of different elements within the discourses, and also allowed making comparisons and classifying the answers of the interviewees as a basis for the development of a model. The resulting model identifies four factors that would determine the social license in the environment of the companies within the category of large-scale mining in the Peru: i) socio-economic context, as a basis for understanding the characteristics of each community, the needs they could be facing and also the identification of appropriate channels of relationship with its members; (ii) commitment to the community, which implies that it must be a partnership with the population residing in the sphere of influence of the company, to achieve a stable and long-lasting connection; (iii) an active presence of the Government, to promote an adequate investment of funds resulting from mining license fees and to become a mediator agent between the company and the community; (iv) effective communication, that allows to have quality information on the sector and to transmitted it through permanent communication channels among involved agents. The combination of these elements will result in an improvement in the levels of trust between companies and society, permitting all the agents involved to recognize the benefits of the mining activity.

There is a need to develop a climate in companies where workers feel secure when they have to take risks, to propose and implement new ideas, otherwise the implementation process of innovation may and up failling (Baer and Frese, 2013). When workers receive a work enviroment to support the production of innovation, a management style that encourages and management practices that encourage you to innovate, it is logical that more resources be devoted to the creation, promotion and implementation of innovations so that they are mor effective (Pons and Ramos, 2012) and in related to one of the objetive of empowerment, which is to provide confidence to the workers to generate a more active and pur puseful work in their work (Gonzalez, Martínez et al.) Moreover if a worker feels more satisfed in their jobs by having an appropiate climate, it is less likely to want abandoner their job therefore is expected to feel more committed to the company achieving an organizational commitment (Perez Varela and Abella, 2014). In this sens, this reserch aims to propose and validate a model to determine whether factor such a worker empowerment (EM) and the identification of workers with work teams (ID) influence in generating a climate of innovation in companies (CL) and how this climate of innovation (CL) generates a high worker performance (PF) and a high organizational commitment of employees (AC).

The thesis seeks to determine the impact of training in negotiation among graduates of MBA and specialized masters programs in a business and graduate school in Peru on their professional life inside and outside of their organizations. Studies are available at the laboratory level or immediately after the training, but don't include future impact. The study sample includes graduates of MBA and specialized master's programs at the Graduate School at Universidad Peruana de Ciencias Aplicadas during the 2013-2014 period because of their characteristics and location. To corroborate the effects of training within the workplace, human resource managers from top companies and executive headhunters were interviewed. The research allows conclusions to be extrapoled to similar cultures and societies. The research concluded that training in negotiation favorably impacts participants professional future inside and outside of their organizations.

The objective of this research is to propose a model of inclusion of people with disabilities (hereby known as PWD) in the labor market of Lima - Peru. Material and Methods: A baseline descriptive, cross-sectional study. Ofthe 10,000 top companies of Peru, 188 companies where chosen aleatory and classified in large 27.1% (51), medium 13.3% (25), Small 48.4% (9) and very small 11% (21). For the quantity information a validated survey was used and for the quality information a narrative matrix was used. Results: Of the universe used, there is only 0.084% of persons with disabilities (PWD) in the payroll of the top companies in Lima. Of the sample, large companies have 0.07%; Medium 0.24%; small 0.21% and 0.69% very small feature in their payroll PWD, whose ages range between 18 and 35 years, although the General Law of Persons with Disabilities says that 3% of the payroll should be PWD. One of the main conclusions is that the companies are not complying with the Law that commands to insert PWD in their payroll, because they are only incorporating an average of 0.084%, far below from the 3% indicated as the standard;however, there is availability to insert PWD according to a profile by company type that requires it.

This thesis aims to propose an alternative model for the management of academic knowledge in Peruvian universities, to integrate their processes and principal users. This descriptive research uses Multiple Case Study methodology in five Peruvian universities (two private and three public). To validate the data collection protocol of the Multiple Case Study, the Delphi methodology is employed, which was validated by experts in knowledge management and management of universities. As well, a Pilot Case Study is conducted at a sixth university to test the protocol in a real situation. This research generated three results. First, by analyzing the academic knowledge management models applied at the five Peruvian universities studied, it identifies three different approaches that management executes intuitively or by tradition, not systematically, and without integrating all processes and main participants. Second, the critical success factors with the greatest impact on the effective management of academic knowledge, according to the universities studied, are the following: the presence of qualified personnel, who are responsible and commited to investigation; commitment and convlction of senior management; an organizational culture that encourages the creation, sharing and use of knowledge; and the attitude and learning ability of the university staff. Third, it detects the components that measure the impact of the academic knowledge management model proposed for the Peruvian universities in tenns of the academic knowledge management stages (creation, exchange and use) and university processes (teaching and learning; research; transfer or services to the society). lt concludes that the alternative model for the academic knowledge management proposed through this research, applies to the three approaches identified in the universities that were part of the Multiple Case Study. lts basic components include planning, monitoring, management processes, principies, methods, techniques, tools and technologies, combined into a system to obtain a result whose indicators show compliance with the mission and goals of the university

The evaluation of an investment project in the mining sector in Peru, is made the traditional way, using the method of Discounted Cash Flow (DCF), with the consequence obtain estimates of valuation not necessarily close to reality. The DCF does not take into account various opportunities that might occur in the project over time, by the following simple reason: it assumes that all estimates today, certain assumptions occur in the future. The real options method is more flexible valuation method for structuring thinking strategically and promoted to senior managerial better in the difficult task of making decisions necessary to achieve greater wealth generation. This research defines a relatively simple method of evaluating a mining project using one or more real choices and considering stochastic models metal price. A real case (a project of a mining company that invests in Peru) supported both Excel and @Risk, in order to demonstrate the positive impact on value creation (for investors) that has this methodology is presented and of course, greater than that obtained with traditional methodology. It also shows that the method of real options is a very attractive investment projects to evaluate alternative, particularly investment projects in the mining sector of our country

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